Front Office Manager

BASIC FUNCTION:

Responsible for room revenue maximizing through all types of reservation and sources of revenue, arrival and departure of guests, VIPs and groups, quality of services, in coming and out going information to and from guests and management, training of front office employees, handling guest complaints, discomfort, emergency, and other aspects which concerning guests and employees of the hotel. Supervise and ensure the effectiveness of operation and management in all areas of front office department.

Objectives:

1. To achieve high customer satisfaction through friendly and effective service.

2. To improve and maintain company reputation by monitoring and improving productivity and attitude of employees.

3. To maximize profitability by achieving high average room rate and high occupancy.

Duties and Responsibilities:

1. The front office manager provides guest service as well as supervision, direction, leadership, planning, coaching, coordinating, serving, training and participating in all areas under supervision of the front office department in accordance with the objectives, performance and quality standards established by management and company.

2. Set and providing a proper provision for all stationery and supplies.

3. Involves on budgeting and forecasting in regards of front office department as well as cost saving campaign.

4. To ensure the employees grooming and appearance are according to the hotel and department required.

5. To assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development.

6. To boosts, develops and maintains staff morale within the department.

7. To maintain good communication within the department and amongst the other department.

8. To ensure that training is carried out and monitor results.

9. To ensure that all employees have a complete understanding of and adhere to the hotel's employee rules and regulations.

10. To ensure good discipline and behavior of all employees in the department.

11. To supervise the employee to ensure the smooth and efficient operation of the department.

12. To ensure that the department operational budget is strictly adhered to and that all cost are strictly controlled.

13. To ensure that all employees have a complete understanding and adhere to the hotel's policy relating to fire, hygiene, health and safety.

14. To ensure that no confidential information in divulged without priors consult of senior management.

15. Responsible for the proper, efficient and profitable functioning of all areas in the front office department.

16. Meet all VIPs arrival/departure and special attention guest when requested.

17. Control all key card equipment, responsible for issuing all master keys that use for the guestroom.

18. Ensure maximizing hotel revenue in relevant area, ensure of rooms at highest possible rates daily.

19. Clarifies duties and responsibilities of front office personnel and ensures that workflow is in logical order.

20. Ensures that the established quality standard and a high level of work performance are maintained.

21. To prepares and control budget for front office.

22. Submit proposals on capital improvements for front office.

23. To give guidance to staff in their professional development so as to prepare them for advancement opportunities.

24. To prepare performance appraisals periodically for each employee in front office.

25. To ensure that the training in each section within front office are carried over and facilitate by the responsible manager.

26. Ensure all guests experiencing a problem receive an appropriate response, any promised compensation is delivered, and all guests receive appropriate follow up in a timely and professional manner.

27. Properly handle all administrative work with regard to performance appraisals and terminations of employee. Responsible for interviewing and hiring in conjunction with hotel policy.

28. Oversee effective day-to-day running of front office department in achieving the goals.

29. Ensure that all issues relating to guest satisfaction are dealt with and followed up on a timely and professionally manner.

30. Conduct regular employee training, monthly meeting, and monitor training tracking system for all employees to ensure their effectiveness and productivity.

31. Develop departmental training and activities in order to continuously improve employee skill and knowledge.

32. Develop and maintain standards and procedural manuals both LSOP and best current practice in relating to front office operation. (The developing LSOP is to be approved by supervisor before implementation).

33. Regular inspections of all sections to ensure that the quality standards are maintained and in good working condition.

34. Attend front office and other related meetings within and outside the hotel to ensure updated information and built connections among the discipline.

35. Ensure the staffing levels in line with hotel occupancy and productivity.

36. Provide coaching and counseling, support and guidance to the employees as required.

37. Spot check cash floats and related documents to ensure amount is correct as issued by the accounting department.

38. Ensure employees are up-to-date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets/promotions, spa, fitness center and other services and facilities.

39. Conduct regular room and floor inspections to ensure quality standards, complete necessary engineering job order or housekeeping cleaning requests and monitor the results.

40. Any other duties that may be assigned by the immediate supervisor.

Job Profile & Qualifications:

1. At least Bachelor degree in any field

2. At least 3-year experience in front office manager position of International hotels

3. Strong result oriented, people management, and leadership skills

4. Strong in inter-personality skill and outgoing, friendly

5. Strong in English communication skill, and computer literate

6. Strong in analytical, problem solving skills, and execution of work

Job Type: Full-time

Pay: RM4, RM5,500.00 per month

Benefits:

• Free parking
• Maternity leave
• Meal provided
• Parental leave

Work Location: In person